Senior Client Success Manager delivering high - quality, in - person trainings for Democratic campaigns and nonprofits using NGP VAN tools. Building relationships and ensuring effective use of technology for real - world impact.
About the role
- Customer Success Manager managing strategic accounts for Eptura, a leader in worktech solutions. Driving measurable outcomes and fostering long-term partnerships with clients.
Responsibilities
- Manage a portfolio of approximately 10–14 strategic accounts, developing deep knowledge of each customer’s business, objectives, stakeholders, and success criteria.
- Serve as the primary post-sale owner for assigned accounts, accountable for overall customer health, retention, and growth.
- Build strong, multi-threaded relationships with customer stakeholders, including senior and executive leaders, and effectively navigate difficult or high-stakes conversations when required.
- Own and consistently execute Eptura’s Strategic Customer Success Rhythm, including: Regular Cadence customer meetings, Executive-facing Success Plans as living documents, Quarterly Executive Business Reviews, Growth and Risk Signals.
- Partner with customers to define, track, and measure business outcomes, ROI, and value realisation from Eptura solutions.
- Drive product adoption and expansion by aligning Eptura capabilities to customer goals, initiatives, and evolving needs.
- Identify and communicate opportunities for cross-sell, upsell, and broader platform adoption, in partnership with Sales and Account Executives.
- Proactively monitor customer health, engagement, and risk signals to identify potential churn or underperformance early.
- Be a facilitator in escalations in line with Eptura’s formal escalation framework, coordinating Support, Product, Professional Services, Renewals, and leadership as required.
- Work closely with Account Executives and Renewal Specialists to support renewals, forecasting accuracy, and long-term account strategy.
- Ensure accurate forecasting, renewal intent, and account status are maintained in our CS CRM.
- Maintain a high standard of operational discipline across all systems, ensuring clear visibility into account health, risks, and opportunities.
- Identify patterns and recurring themes across your accounts to inform product feedback, enablement needs, and Customer Success improvements.
- Actively contribute to global Customer Success initiatives, enablement programs, success storytelling, and continuous improvement efforts across the CS organisation.
Requirements
- Customers consistently realising measurable value and outcomes from Eptura solutions
- Strong net retention, renewal performance, and account growth
- Predictable execution of the Strategic Customer Success Rhythm
- Clear, executive-level communication—internally and externally
- Are deeply customer-centric and focused on long-term partnership and value, not short-term tasks
- Have proven experience managing a strategic book of business in Customer Success
- Bring strong executive presence and are comfortable engaging, challenging, and influencing senior customer stakeholders
- Balance relationship-building with structured, data-driven execution
- Are comfortable with change and enjoy adopting new processes, tools, and ways of working
- Think strategically, but execute operationally with consistency and attention to detail
- Strong understanding of Customer Success as a discipline, including retention, growth, adoption, and value realisation
- Demonstrated experience with CS platforms and data sources such as Planhat, Gainsight, Totango, ChurnZero, and Salesforce
- Solid grasp of Customer Success metrics including Net Retention, Gross Retention, NPS, and Health Scores
- Excellent analytical skills, including strong Excel capabilities
- Experience working in B2B SaaS or enterprise software environments
- French and/or German language skills are a plus.
Benefits
- 25 Days Holiday
- Additional Company Holidays throughout year
- Contributory Pension
- Life Insurance (DIS)
- Flexible Work Options
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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